Assured thecustomerthat we canassistBuild rapportaround thesmart deviceTroubleshootedthe issuebeforetransferringSharedbestpracticeswith a peerUsedtoolsRemainedconversationalLeftdetailednotesReassuredthe customerwith 3 powerwordsDispositionedthe callproperlyScheduleda callbackAsked "if there'sanything else toassist with" priorto transfer/callendingAssistedin thegroupchatCelebratedwins with thecustomer(reassurance)Answered thecall within 10seconds (micdown vs up)Ready to takethe callAcknowledgethe customerby their nameAskedprobingquestionsProvidedclearinstructionsRecapped the callprior toending/transferringDeliveredanexceptionalexperienceMentionedtheoutboundscriptConfirmed thereason forcalling outsideof thecompassionstatementTailored theempathystatement tothe reasonfor callingOwned theresolutionwith positivephrasingEnthusedtone fromstart tofinishFollowed theproper 5-point holdprocedureBrandedthe callWarmTransferDidn'tover talkthecustomerSent anACE toa peerAssured thecustomerthat we canassistBuild rapportaround thesmart deviceTroubleshootedthe issuebeforetransferringSharedbestpracticeswith a peerUsedtoolsRemainedconversationalLeftdetailednotesReassuredthe customerwith 3 powerwordsDispositionedthe callproperlyScheduleda callbackAsked "if there'sanything else toassist with" priorto transfer/callendingAssistedin thegroupchatCelebratedwins with thecustomer(reassurance)Answered thecall within 10seconds (micdown vs up)Ready to takethe callAcknowledgethe customerby their nameAskedprobingquestionsProvidedclearinstructionsRecapped the callprior toending/transferringDeliveredanexceptionalexperienceMentionedtheoutboundscriptConfirmed thereason forcalling outsideof thecompassionstatementTailored theempathystatement tothe reasonfor callingOwned theresolutionwith positivephrasingEnthusedtone fromstart tofinishFollowed theproper 5-point holdprocedureBrandedthe callWarmTransferDidn'tover talkthecustomerSent anACE toa peer

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
I
2
O
3
I
4
N
5
G
6
I
7
O
8
B
9
I
10
B
11
O
12
I
13
B
14
G
15
N
16
G
17
O
18
N
19
O
20
B
21
G
22
B
23
O
24
G
25
N
26
B
27
I
28
N
29
G
  1. I-Assured the customer that we can assist
  2. O-Build rapport around the smart device
  3. I-Troubleshooted the issue before transferring
  4. N-Shared best practices with a peer
  5. G-Used tools
  6. I-Remained conversational
  7. O-Left detailed notes
  8. B-Reassured the customer with 3 power words
  9. I-Dispositioned the call properly
  10. B-Scheduled a callback
  11. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  12. I-Assisted in the group chat
  13. B-Celebrated wins with the customer (reassurance)
  14. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  15. N-Acknowledge the customer by their name
  16. G-Asked probing questions
  17. O-Provided clear instructions
  18. N-Recapped the call prior to ending/transferring
  19. O-Delivered an exceptional experience
  20. B-Mentioned the outbound script
  21. G-Confirmed the reason for calling outside of the compassion statement
  22. B-Tailored the empathy statement to the reason for calling
  23. O-Owned the resolution with positive phrasing
  24. G-Enthused tone from start to finish
  25. N-Followed the proper 5-point hold procedure
  26. B-Branded the call
  27. I-Warm Transfer
  28. N-Didn't over talk the customer
  29. G-Sent an ACE to a peer